the ISBN's would be different between editions. If the catalog page you ordered from was the page for the 2nd edition then you got what you ordered. Book sellers on Amazon use the unique ISBN to list books. If you ordered from the 2nd edition page but sent the seller a note telling them to ship the latest version they really can't as Amazon requires that they ship the book that is listed on the catalog page. Sure the seller should have seen your message and should have done a check for you and replied to your email as part of providing good customer service but you can't say you didn't get what you ordered if the catalog page you ordered from was for the 2nd edition.nfordrchsfns wrote:That "A-Z guarantee" is worth squat. I ordered the 6th edition of a technical book from a 3rd party through Amazon. Because their price was so low, I immediately emailed them to say to cancel the order if they were not selling the current edition. They acknowledged my email, but shipped the 2nd edition anyway. That right there should be grounds for a refund, but after getting no fair treatment from the vendor, I filed an A-Z claim and Amazon's response was as follows:Toonces wrote:...If it were me, I'd file an A-Z claim. I am pretty sure they'd just refund your purchase. Either they would or Amazon would do it for them. There's simply no excuse for service that bad. It may not be their norm but they should also recognize and do the right thing when they do run into their own mistakes.
"our policy covers... when the item was materially different than as depicted in the seller's description.
In this case we have determined that you are not eligible for an A-to-z Guarantee claim as you did receive the item you ordered."
So Amazon claims that the 2nd edition of a technical book is not "materially different" than the 6th edition?!!?
same title book, 2 editions, 2 different ISBNs. The reason the price was probably so low from the 3rd party seller was because they were selling the 2nd edition that had been superseded by newer editions and you bought it from the 2nd edition catalog page then asked the seller for the 6th edition which would be a different book than what you purchased. If you're looking for a specific book, especially one with multiple editions, it's always best to find out the ISBN for the edition you want and search for it specifically. That way you know exactly what you're supposed to get. When you filed your claim Amazon should look at the ISBN of the catalog page and the ISBN of what the seller shipped. If they're the same then it's not materially different from what you ordered. If you make an A-Z claim and choose materially different item, your intent doesn't really come into play. It's down to what did you order (regardless of what you actually wanted) vs. what the seller shipped. If it's accurate to the product you ordered according to the product's ISBN (in the case of books) or UPC/EAN (other products) or even catalog page description (products without a UPC/EAN in certain categories) then the seller shipped what you ordered whether or not it's what you wanted. Condition is the only other thing that would come into play and if you didn't say it was in a different condition than what the seller said it would be (i.e. seller said new, book was used and dog eared) then they wouldn't have found in your favor on those grounds either.
A-Z works more often in the buyer's case than in the seller's. Amazon almost always sides with the buyer. If they didn't, buyer's wouldn't come back. That's not to say they always side against a seller or for a buyer. I've seen them refund a buyer's $1400 purchase and not hold me responsible for it as I had provided signature proof of delivery on an item that was supposedly not received (I guess it was fraud? I don't know other than the claim was granted and I wasn't responsible for it's payment).
I'm sorry to hear that you didn't get what you wanted and had a bad experience with A-Z but from your description of the transaction it sounds like you may have gotten the book you ordered rather than the book you wanted (of course I could be wrong, it's not inconceivable that Amazon screwed up in your case). A good seller wouldn't have required you to file an A-Z claim in the first place though it really depends on how reasonable both parties are in the matter. Some sellers are completely unreasonable with their return policies and it usually ends up biting them in the behind (leave them appropriate feedback!). For my own items I don't charge restocking fees and I provide full refunds on returns. If the item is defective I end up eating the return shipping costs too. If someone decides they don't like it, all I ask is for them to return the item and I refund their purchase in full including the original shipping. I try to pretty much mirror Amazon's policy. It's what drew me to Amazon as a buyer so it stands to reason that people expect it when buying from anyone on Amazon.
EDIT: I forgot to add, the A-Z agents are people too and their word isn't necessarily final either. I have had final decisions reversed in my favor. The best way to dispute a materially different claim for a book is with straight up fact. Get the ISBN from the catalog page you ordered off of. Compare it to the ISBN of the book you received and reply with a straight forward fact. No edition numbers or other things that cloud up the case and require a judgement call from the rep. I.E. "I purchased book ISBN 0123456789 from Seller XYZ Books on 12/1/15. On 12/8/15 I received book ISBN 9876543210 from Seller XYZ Books. As shown by the different ISBN's, the book I received was not the book I ordered." you leave them no choice but to find in your favor.